Common Technical Problems
Purchasing and Pricing
Common Questions About Taking the Courses
Common Course Credit Questions
Common Technical Problems
I’m trying to create a new e-Learning account, but the system says I need a “unique” e-mail!
You are trying to register as a new user when you already have a SHRM e-Learning account. Go to the login page at www.elearning.shrm.org/CustomerLogin.aspx and use the returning users login. If you cannot remember your login information, then enter the e-mail associated with your e-Learning account into the “Forgot your password?” box and click submit. Your login and password will then be sent to you at this e-mail address.
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I forgot my login/password!
If you forget your login or password, browse to www.elearning.shrm.org/CustomerLogin.aspx and enter the e-mail associated with your e-Learning account into the “Forgot your password?” box and click submit. Your login and password will then be sent to you at this e-mail address.
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Nothing happens when I click “Purchase Now!”
My course won’t launch!
Please make sure pop-up blockers are disabled.
Option 1
Some pop-up blockers can be overridden by holding down the control (CTRL) key when clicking a link.
Option 2
If you see a yellow warning bar descend from the top of your browser, click on the bar and choose to add the SHRM e-Learning site to your allowed list — or to temporarily allow pop-ups.
Option 3
Disable your pop-up blocker, or add SHRM e-Learning’s site to your list of exceptions. Here are the uninstall directions for some popular pop-up blockers.
How do you know if you have a pop-up blocker installed?
Test your computer by visiting www.popuptest.com and clicking on the Multi Pop-up link. Ten pop-up windows should automatically open. If they do not, then you most likely have a pop-up blocker installed on your computer.
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My computer froze before I completed my training!
Freezing or stalling may be caused by a corrupt browser cache. To rectify this problem, try:
Option 1
This problem may be resolved by clearing the browser cache manually. This process varies depending on browser. Please see below for specific browser instructions.
Microsoft Internet Explorer v. 5+ (Windows)
- Click Start, select Settings and Control Panel.
- Double-click Internet Options to open Internet Properties.
- Click the General tab.
- Click Delete Files.
- Click OK on the Delete Files dialog box.
- Click OK.
- Close all Internet Explorer windows and then log back in to the training website.
Mozilla Firefox v.1+ (All Operating Systems)
- Click on the Tools menu (Mac OS X users click on the Firefox menu).
- Select Options (Mac OS X user click on the Preferences menu).
- Select the Cache tab.
- Click the Clear Cache Now button.
- Click the OK button.
- Close all Firefox windows and then log back in to the training website.
Apple Safari v.1.2+ (Mac OS X)
- Click on the Safari Menu.
- Select Clear Cache.
- Click on the Empty button.
- Close all Safari windows and then log back in to the training website.
Option 2
Proxy Caching — If a large group of users at the same location experiences freezing at the same point in the course, there may be an issue with a proxy server located on site. To resolve this problem, an IT professional should set the proxy server not to cache files from these addresses:
http://*.elt-inc.com
https://*.elt-inc.com
http://elt.cachefly.net
Option 3 (Compliance Training Courseware Only*)
Switch the bandwidth from High to Medium or Low. Note that Medium does not offer video (only still images), and Low does not offer video or audio (only still images and text).
*Compliance Training: Includes Workplace Harassment, Wage & Hour, Ethics & Code of Conduct, Positive Employee Relations and Union Awareness, and Equal Employment Opportunity.
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I am having trouble viewing the course!
Most likely you need to upgrade your version of Flash Player. It is recommended that you use Flash Player version 6 to effectively view SHRM e-Learning courses. To Install Flash Player for free, click on the icon below.
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I finished my course (and passed my quiz), but it’s marked as incomplete!
Simply return to the course by visiting the “My Courses” page, launching the course and clicking the “Record Your Progress & Close Window.” Once you do this, the course should be reflected correctly on the “My Courses” page and your e-Transcript.
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How do I change my password or update my account information?
After you log in to your SHRM e-Learning account, go to your “My Courses” page and scroll to the bottom. Under “My Account” click the link to “Edit your profile and change your password.” Then simply enter your changes and click “Save.”
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Purchasing and Pricing
Can I pay by check?
Yes. To pay by check, please contact us first by e-mail at elearning@shrm.org to let us know what product(s) you wish to purchase and the quantity, if applicable. Also provide your name, company name, physical mailing address, telephone and e-mail address. We will e-mail an invoice back to you within two business days. Be sure to attach a copy of this invoice to your check and return it to the address indicated. Please note that with the time required for mailing and for your check to clear our account, your order may take two weeks or more to process. We therefore encourage payment by credit card via our secure server.
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What are “tokens” and what courses can I buy with them?
Tokens are like credits that you can purchase and keep. Tokens can only be redeemed for our “core” e-Learning courses. Compliance Training, Conference Sessions, Public Policy Updates and Webcasts are purchased directly with a major credit or debit card (VISA, Mastercard, American Express).
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How is Compliance Training priced?
Regardless of training version, each license is priced at $40. Every person taking the training must have a license. Customization is available for an additional one-time fee of $500, regardless of the number of licenses. For example, a customized solution for 10 employees would cost $900 ($40 x 10 licenses + $500).
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Common Questions About Taking the Courses
How long do I have to take my SHRM e-Learning course?
You have one year from the date you enrolled in the course to access your SHRM e-Learning course(s) and complete the quiz. During that one-year period you can view the course as often as you wish, however you will only be able to take the quiz once.
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Can I play/stop/pause/rewind my SHRM e-Learning course?
Yes. SHRM e-Learning courses are designed with the busy HR Professional in mind. You can pause, stop, restart or rewind any section of the presentation at any time. You may view the presentation as often as you wish. The courses allow for easy navigation to quickly navigate to any point within the SHRM e-Learning courses.
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How many times can I take the quiz?
Although you may view the presentation as many times as you wish, you will only be able to take the quiz once. Therefore, please be sure to view the entire presentation and take careful notes. In order to earn recertification credit, you must pass the quiz with a grade of 75% or higher. Please keep in mind that as a security feature, if you step away from a quiz question for 15 minutes or more, the quiz may close itself, and you may lose credit for the quiz. You will not be able to purchase the course again to retake the quiz.
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What happens if I pass the quiz?
If you score a 75% or higher on the quiz, you will be able to print a certificate of completion (immediately or at any time). Your completed courses will remain in the system, and SHRM e-Learning will keep track of your course history. View or print your e-Transcript for a listing of all of your completed courses (available from the “My Courses” page).
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What happens if I fail the quiz?
If you fail a quiz, you will not earn recertification credit for that course, and you will not receive a certificate of completion. You may continue to view the course as many times as you wish, but once you have failed the quiz, you will not be eligible to earn recertification credit for the course. To avoid failing a quiz, view the entire presentation and take careful notes. You will not be able to purchase the course again to retake the quiz.
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Common Course Credit Questions
How do I print or reprint my certificate of completion?
Core (Token) Courses
- Browse to www.elearning.shrm.org/CustomerLogin.aspx and sign in as a returning user with your login and password.
- Launch the course for which you need a certificate.
- Click the “next” button until you reach the screen where you see the text “You may print your certificate of completion because you have already achieved the minimum passing score.”
- Click this link, wait for the certificate to load, and then print.
Compliance Training*
- Browse to www.elearning.shrm.org/CustomerLogin.aspx and sign in as a returning user with your login and password.
- Launch the course for which you need a certificate.
- Choose low bandwidth to move along faster.
- Click “Continue” to move into the course.
- Click on the very last module of the course titled "Conclusion."
- Keep clicking the "Continue" button past “Policies,” “Remedies,” etc. until your certificate appears.
- Click the print button.
Note that there are no certificates of completion for Webcasts, Public Policy Updates and Conference Sessions. These courses will appear on your e-Transcript.
*Compliance Training: Includes Workplace Harassment, Wage & Hour, Ethics & Code of Conduct, Positive Employee Relations and Union Awareness, and Equal Employment Opportunity.
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How do I print the certificate of completion for Webcasts, Public Policy Updates and Conference Sessions?
There are no certificates of completion given for these e-Learning programs, but they will appear on your e-Transcript.
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Where can I find the Program ID number?
We currently do not list the Program ID numbers for our courses. Please maintain a copy of your “e-Transcript” in the instance you are audited by the HR Certification Institute.
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How do I claim HRCI recertification credit for Webcasts, Public Policy Updates and Conference Sessions?
Simply provide the title of the program and the date upon which you completed it. Note: There are no certificates of completion given for these e-Learning programs, but they will appear on your e-Transcript.
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What does "1.25 Recertification Credit Hours" mean?
Certified HR Professionals who already have earned their PHR®, SPHR® or GPHR® certifications, must complete 60 hours of credit every three years to keep their credentials current. Each SHRM e-Learning core course earns 1.25 recertification credit hours toward the 60-hour goal upon successful completion. For information on the PHR®, SPHR® or GPHR® certification and recertification, visit the HR Certification Institute website at www.hrci.org.
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Do any of the SHRM e-Learning courses count toward the 15-hour Strategic Learning Requirement?
SHRM e-Learning’s Strategic Contribution courses, Public Policy webcasts and Legislative Conference Sessions all offer recertification that will count towards the 15 hours of Strategic Learning needed for SPHR® recertification. If you have questions about this requirement, please visit www.hrci.org for additional details. [ADD DIRECT LINKS!]
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Can I earn my PHR®, SPHR® or GPHR® certification by taking SHRM e-Learning courses?
No. To earn your PHR®, SPHR® or GPHR® certification, you must take and pass the certification exam that is offered by the HR Certification Institute. Visit www.hrci.org for the latest information on the certification process. Once you earn your certification, you can take advantage of SHRM e-Learning courses to renew your credentials.
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Does SHRM e-Learning offer any online certification preparation courses?
No. The SHRM Learning System and Global Learning System are the most widely used tools to help HR Professionals prepare for the PHR®, SPHR® and GPHR® exams. Visit www.shrm.org/learning for information on the SHRM Learning System or www.shrm.org/learning/global for information on the Global Learning System.
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